Method and apparatus for entertaining callers in a queue

ABSTRACT

One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and establishing a connection, the connection enabling communication between the caller and the second merchant while the call is in the queue.

CROSS REFERENCE TO RELATED APPLICATIONS

[0001] The present application is a continuation-in-part of U.S. patentapplication Ser. No. 09/657,338, filed Sep. 7, 2000; which is acontinuation of U.S. patent application Ser. No. 09/434,477, filed Nov.5, 1999 and issued Jan. 23, 2001 as U.S. Pat. No. 6,178,240 B1; which isa continuation of U.S. patent application Ser. No. 08/826,930, filedApr. 8, 1998 and issued Jan. 11, 2000 as U.S. Pat. No. 6,014,439. Eachof the above related applications is incorporated herein by reference.

FIELD OF THE INVENTION

[0002] The present invention relates generally to a system forentertaining callers waiting in a queue and more particularly, to asystem for offering such callers a plurality of entertainment options,such as the option to make a purchase of goods or services from a thirdparty.

BACKGROUND OF THE INVENTION

[0003] Telephone-based customer service plays an increasingly importantrole for organizations involved in activities requiring directcommunication with customers. In order to serve a maximum number ofcallers, call centers are typically designed to optimize call handlingefficiency and telephone attendant productivity. Many conventionalsystems allow telephone attendants to service a greater number ofcallers by ascertaining the nature of a caller's request throughcollection, by a live attendant, of initial information from the caller,and transferring the call to a voice response unit to address thespecific request of the caller. Other systems reverse the answer andcollection process by connecting the caller initially to a voiceresponse unit that collects information on the nature of a caller'srequest. The information is ultimately used to route the call to anappropriate attendant.

[0004] An Automatic Call Distributor (ACD) is commonly utilized by callcenters to enhance attendant productivity. An ACD allows a call centerto handle a large number of calls cost-effectively by placing some ofthe calls in a queue when no attendants are available. When a call isplaced in the queue, a greeting message is typically played to thecaller, identifying the called party and indicating that the nextavailable attendant will service the call.

[0005] Call queuing plays an important role in call center operationsand provides many advantages to the call center, including: increasedattendant productivity, by minimizing idle time for the attendant;simultaneous handling of a greater number of calls during an increase incalls; and encouragement of callers to wait for an available attendant,as opposed to requiring the caller to attempt another call in responseto a busy signal. Call queuing, however, is perceived by customers to bea waste of their time, and may result in frustration, abandoned calls, aloss of business, and poor customer satisfaction when the holding timeis deemed excessive.

[0006] Thus, in order to entertain callers waiting in a call queue, manycall centers play music, news, weather or advertising messages to thecaller during the holding period. In this manner, the caller may beentertained or informed of sales promotions for particular products orservices. For example, U.S. Pat. No. 5,444,774 to Friedes discloses anInteractive Queuing System For Call Centers and suggests that music oradvertising messages may be played to a caller on hold.

[0007] Unfortunately, such conventional call queuing entertainmentsystems have experienced only marginal success in satisfying callersplaced in a queue. Since most callers can already access suchconventional and freely available programming sources directly fromtheir home, such programming is generally not a sufficient novelty orvalue to the caller, nor does it allow the caller to make effective useof the holding time, nor does it generally minimize the frustrationexperienced by the caller as a result of an excessive hold time.Conventional systems for entertaining callers placed on hold by a callcenter also do not permit a caller to select a desired entertainmentoption.

SUMMARY OF THE INVENTION

[0008] One embodiment of the invention provides for receiving a callfrom a caller, the call being associated with a first merchant; placingthe call in a queue; determining a second merchant; and establishing aconnection, the connection enabling communication between the caller andthe second merchant while the call is in the queue.

BRIEF DESCRIPTION OF DRAWINGS

[0009]FIG. 1 is a schematic block diagram of a communication switchingsystem in accordance with one embodiment of the present invention;

[0010]FIG. 2 is a schematic block diagram of the PBX/ACD of FIG. 1;

[0011]FIG. 3 illustrates a sample table from the customer accountdatabase of FIG. 2;

[0012]FIG. 4 illustrates a sample table from the c all database of FIG.2;

[0013]FIG. 5 illustrates a sample table from the attendant database ofFIG. 2;

[0014]FIG. 6 illustrates a sample table from the content database ofFIG. 2;

[0015]FIG. 7 illustrates a sample table from the connection recorddatabase of FIG. 2;

[0016]FIG. 8 illustrates a sample table from the merchant database ofFIG. 2;

[0017]FIG. 9 illustrates a sample table from the offer database of FIG.2;

[0018]FIGS. 10A, 10B and 10C, collectively, are a flow chart describingan exemplary call handling process implemented by the PBX/ACD of FIG. 2;and

[0019]FIGS. 11A, 11B and 11C, collectively, are a flow chart describingan exemplary call handling process implemented by the PBX/ACD of FIG. 2.

DETAILED DESCRIPTION

[0020] Generally, according to various embodiments of the invention, acaller placed in a queue of a call center will be permitted to access atleast one entertainment option while on hold. The entertainment optionspermit the caller to (i) place a free or subsidized call to a thirdparty; (ii) access one or more entertainment services; (iii) shop at oneor more merchants; or (iv) receive one or more offers. Availableentertainment services may include at least one premium entertainmentservice. A premium entertainment service is a service for which a fee isnormally charged for the use of that service. A merchant is meant todescribe a provider of goods and/or services. As is well known in theart, call centers are frequently associated with merchants. Embodimentsof the invention thus allow a caller to the call center of a firstmerchant to shop at one or more other merchants while on hold with thecall center. According to a further aspect of the invention, access tothe entertainment options can be provided to a caller on a complimentarybasis, or for an additional payment which may be less than the typicalcost of such a service. Thus, while any of the entertainment optionsnormally may be available to a caller without first calling the callcenter, the lower cost may provide an incentive to the caller to accessthe entertainment options through the call center.

[0021] A call handling process is disclosed which incorporates featuresof the invention to allow the call center to (i) route a call to anappropriate attendant console within a pool of attendants, (ii) transfercalls to an interactive voice response unit (IVRU) when no attendantsare available to service calls, (iii) place a call in a queue, ifneeded, and (iv) provide a caller on hold with access to theentertainment options.

[0022] A caller at a station set (e.g., a telephone, video phone,personal computer configured with appropriate telephony software, or acombination thereof) places a call to the call center. The call isrouted via the public telephone network to the call center in aconventional manner. The call is preferably processed within the callcenter to a Private Branch Exchange switch (PBX) with Automatic CallDistribution (ACD) capability. The PBX/ACD is a switching systemdesigned to receive calls destined for the call center and to queue thecalls when an appropriate attendant is not available. In addition, thePBX/ACD distributes calls to attendants to ensure even call handlingloads among attendants, in a known manner. The ACD functionality can beintegrated with the PBX or provided by a separate unit. Of course, thecall need not be processed by a PBX/ACD. For example, the functionalityof a PBX/ACD may be provided manually by call center personnel.

[0023] The PBX/ACD is preferably connected to an interactive voiceresponse unit (IVRU). The IVRU is a voice information system arranged toprompt a caller for specific information and forward the collectedinformation to the PBX/ACD. In addition, the IVRU preferably provides agreeting to the caller identifying the called party, announces that thecall will be handled by the next available attendant and provides thecaller with an estimate of the period that the call will remain on hold.The functionality of the IVRU may be provided by means other than anIVRU, such as by personnel associated with the call center.

[0024] As is well known in the art, the term “on hold” is meant toindicate that the caller is connected to the called party, but is notcurrently in communication with an individual associated with theoriginally-called phone number. For example, a call may be placed in aqueue until an attendant is available. Calls in a queue are typicallytransferred to an available attendant in the order in which the callswere received. Thus, each call in a queue may have an associatedposition relative to other calls in the queue. However, a call in aqueue may be taken off hold, and/or the associated position may bechanged, according to various factors, such as the call's importance orurgency, value to the call center, or a random selection. Further, thoseof ordinary skill in the art will appreciate that a call need not beplaced in a queue to be considered to be on hold, but may simply beprocessed in any manner that allows the call to remain connected andthen to be transferred once an attendant is available. For example, areceived call may be assigned a status if no attendant is available, inwhich the status indicates the call is to remain connected and then isto be transferred to an available attendant.

[0025] According to various embodiments of the invention, the IVRUprovides the caller with a menu or list of available entertainmentoptions that can be accessed by the caller while the caller is on hold.The entertainment options need not be provided in the form of a menu orlist. Preferably, the available entertainment options permit the caller,while on hold, to (i) place a free or subsidized call to a third party;(ii) access one or more entertainment services; (iii) shop or (iv)receive one or more offers.

[0026] Upon receipt of the caller's selection, the PBX/ACD provides thecaller with access to the selected entertainment option while the calleris on hold.

[0027] Those of ordinary skill in the art will also appreciate that acaller may be placed on hold with respect to his connection to the callcenter while the caller enjoys a selected entertainment option via asecond connection. For example, embodiments of the invention provide fora caller, on hold with the call center of a first merchant via a firstconnection, to be in communication with a second merchant via a secondconnection.

[0028] The PBX/ACD monitors the queue and determines when the call isready to be handled by the next available attendant. Once an attendantis available to handle the call, a disconnect warning is preferablyplayed to the caller, and the caller preferably can choose when to havethe call transferred to the appropriate attendant console. The call istransferred to the attendant console along with any data that may beused by the attendant to process the call, in a known manner.

[0029] Once the connection to the selected entertainment option isterminated, an entry of the entertainment connection session ispreferably made in a connection record database. The call center ispreferably billed by each content or service provider for the totalconnection time. The billing information can be verified using theconnection record database.

[0030]FIG. 1 shows an illustrative network environment for two-waytransferring multimedia information, such as video, audio and data,between one or more callers at station sets 105, 110, 115, who arewaiting in a queue of a call center 100, and one or more contentproviders, such as content providers 120, 125, 130, over one or moreexternal networks 135, 140, 145. FIG. 1 also shows an illustrativenetwork environment for enabling two-way communication, by video, audioand data, between one or more callers at station sets 105, 110, 115, whoare waiting in a queue of a call center 100, and one or more merchants,such as merchants 122, 127, 132, over one or more external networks 135,140, 145. According to a feature of the present invention, the callcenter 100 enables a caller placed in a queue to access an entertainmentoption while on hold. As used herein, the entertainment options permitthe caller, while on hold, (i) to place a free or subsidized call to athird party while on hold; (ii) to access one or more entertainmentservices, such as premium entertainment services provided by contentproviders (e.g., content providers 120, 125, 130); (iii) to shop at oneor more merchants (e.g., merchants 122, 127, 132) or (iv) to receive oneor more offers.

[0031] A premium entertainment service, as used herein, is a service forwhich a fee is specifically charged for the use of that service,including shared-revenue telephone services such as 900 or 976 services,premium web sites, and pay-per-view services. It is noted that the feeincurred for a particular premium entertainment service may be avariable rate based on the amount of usage of the premium entertainmentservice (e.g., a per-minute rate) or a fixed fee for a predefined periodof time (e.g., a flat monthly fee). According to a further feature ofthe invention, access to the entertainment options can be provided to acaller on a complimentary basis or for an additional payment.

[0032] Other entertainment services may be accessed by the caller. Suchentertainment services may include a connection to another caller (orcallers) on hold (e.g., a “chat room”). For example, two callers on holdwith an airline may have indicated (e.g., via an IVRU) that they eachwould like to make a flight reservation to New York City. The PBX/ACDmay then provide to each caller the option to be connected to anothercaller traveling to the same city. In this manner, callers may shareinformation (e.g., best tourist sights in New York City) and/orsocialize while on hold. Such a connection may be made available throughany well-known means (e.g., telephone, instant messaging, email, videoconferencing).

[0033] A caller on hold may be provided with the opportunity to answerquestions from other callers. After connecting to the call center, acaller could declare an area of knowledge or expertise. The presentsystem would then enable other callers interested in that area ofknowledge to connect to the caller and ask her questions. For example, acaller on hold may indicate that she is knowledgeable about touring inHawaii. Other callers on hold may be provided with the option to ask herquestions about Hawaii or to listen to her conversation with anothercaller. Callers may be provided with the opportunity to rate the expert.In this manner, each “expert” may have an associated rating. As a rewardto such experts, call center 100 could provide a small payment orproduct discounts. Alternatively, experts might receive priorityprocessing such as an improved position within the queue.

[0034] In another embodiment, the expert may have an associated rate (orrates) that is charged to those to whom she provides information. Forexample, the system may charge one rate to callers who listen in to herconversations with other callers, and another rate for the opportunityto ask a question of the expert directly. The system may provide atleast a portion of the amounts charged to the expert. The system mayalso subsidize, wholly or in part, the cost of accessing an expert as anincentive to callers to remain on hold.

[0035] Another entertainment service that may be provided is the abilityfor a caller on hold to record a performance or message. For example, acaller on hold may sing a song (e.g., karaoke), read a poem, perform adance or skit, play a musical instrument, display an artwork, displayphotographs (e.g., vacation photographs), give a political opinion ortell a joke. In another embodiment, a caller on hold may be providedwith the option to “surf” the connections of other callers while theyare performing or leaving messages. If the caller finds a connection hefinds interesting, he may remain on that connection in order to hearand/or view the performance.

[0036] Alternatively, a caller on hold may be provided with the optionto “surf” or browse stored performances or other content recorded bycallers while they were on hold. According to a further embodiment, acaller may rate a performance. According to another embodiment, callerson hold are provided with the option to listen to the highest ratedperformances. According to another embodiment, callers on hold areprovided with the opportunity to listen to and/or vote for the bestperformances. For example, a caller on hold may be provided with theoption to listen to the recorded joke that had been voted the best jokeof the week. Live or recorded content may be moderated by the presentsystem in order to ensure that it is appropriate.

[0037] Another entertainment service that may be provided is the abilityfor a caller on hold to participate in one or more surveys or polls. Forexample, a caller on hold with an airline may be asked to vote for hisfavorite of a selection of destination cities, or indicate his opinionregarding a current political issue. According to another embodiment,callers on hold may be provided the option of reviewing the results ofsuch surveys.

[0038] According to another entertainment service that may be providedby the present invention, each caller on hold is provided the option toselect a set of numbers (e.g., like a lottery ticket) at the beginningof his call. Every ten minutes a random drawing of numbers could beconducted. If the customer is on hold at the time of the drawing and hisnumbers match the drawn set, he wins a prize (e.g., airline tickets).According to an alternative embodiment, each customer could be enteredonce into a drawing. The probability of winning for each caller would bedirectly proportional to the length of time the caller spent on hold. Adrawing could then be held periodically (e.g., once a month) todetermine a winner. This entertainment service could be provided eitherat the election of the caller or automatically by the PBX/ACD.Similarly, a bingo game may be provided as an entertainment service,with the drawn numbers corresponding to a bingo card provided to thecustomer, for example, by mail, via email, or on a web site.

[0039] As shown in FIG. 1, a caller at a station set, such as stationset 105, places a call to the call center 100. The station set 105 maybe embodied as a conventional telephone, wireless telephone, personaldigital assistant (PDA), handheld device, video phone, personal computerconfigured with appropriate telephony software, or a combinationthereof. In addition, the station set 105 may be embodied with aconnection to the Internet, which may or may not be the same connectionthrough which the call is placed. The call is routed via the telephonenetwork 135, discussed below, to the call center 100, in a conventionalmanner. The call is preferably routed within the call center 100 to aPBX switch with ACD capability. The PBX/ACD 150 is preferably connectedto an IVRU 155. As discussed further below, the PBX/ACD 150 and the IVRU155 may comprise conventional hardware and software, as modified hereinto carry out the functions and operations of the present invention.

[0040] The PBX/ACD 150 maybe embodied, for example, using the AT&TDefinity PBX with ACD capability, as modified herein to execute thefunctions and operations of the present invention. The PBX/ACD 150 isdiscussed more fully below in conjunction with FIG. 2. Generally, thePBX/ACD 150 is a switching system designed to receive calls destined forcall center 100 and to queue the received calls when an appropriateattendant is not available. In addition, the PBX/ACD 150 distributescalls to attendants or specific groups of attendants according to aprearranged scheme, such as a hunt group, to ensure even call handlingloads among attendants, in a known manner. The ACD functionality can beintegrated with the PBX, as in the illustrative embodiment shown in FIG.1, or provided by a separate unit.

[0041] The IVRU 155 is a voice information system arranged to (i) prompta caller for specific information by asking questions based on a set ofmodules in a transaction script, (ii) collect that information bydetecting and interpreting dual tone multifrequency (DTMF) signalsentered by the caller or by recognizing speech input from the caller,(iii) organize the collected information in a specific format and (iv)forward the collected information to the PBX/ACD 150. The IVRU 155 maybe embodied, for example, using the AT&T Conversant Voice System. For adetailed description of the AT&T Conversant Voice System, see AT&TTechnical Journal, Vol. 65, Issue 5, pp. 34-47, September/October 1986,incorporated herein by reference.

[0042] Generally, the IVRU 155 includes a central processing unit (CPU)(not shown) which executes a user interface process 170 and a systemsoftware process 175. The user interface process 170 includes atransaction script including a sequence of questions to be posed to acaller to elicit answers in the form of DTMF signals or speech input.The modules of a transaction script are executed in a specified order(which may vary based on the caller's responses) to answer incomingcalls destined for call center 100, and to greet callers withpre-recorded voice prompts to direct callers to enter specificinformation to process their calls. The system software process 175, onthe other hand, includes primitives to detect DTMF signals entered bythe caller and speech recognition software to identify speech inputprovided by a caller.

[0043] The PBX/ACD 150 and the IVRU 155 preferably transmit digitallyencoded data and other information, including voice signals, between oneanother. The transmitted data and other information may represent callername and an identifier that identifies the caller, (e.g., identificationnumber), specific information entered by the caller in response to thesequence of posed questions, and a menu of entertainment options andcaller selections. The communications link between the PBX/ACD 150 andthe IVRU 155 preferably comprises a cable or wireless link on whichelectronic signals can propagate.

[0044] Once an attendant is available, the IVRU 155 preferably plays ashort message to the caller indicating that the call is being connectedto a live attendant and transfers the call along with the collected datato the PBX/ACD 150. The collected information is thereafter forwarded bythe PBX/ACD 150 to an available attendant console 160 for display to theattendant who handles the call. Each attendant console 160 preferablyincludes a station set and an associated console or general purposecomputer to enter or receive data used to complete a transaction with acaller.

[0045] It is noted that each content provider, such as content providers120, 125, 130, preferably employs a general purpose computer forcommunicating with the call center 100. The general purpose computer ofeach content provider 120, 125, 130 is preferably comprised of aprocessing unit, a modem, memory means and appropriate audio/videohardware and software.

[0046] It is noted that each merchant, such as merchants 122, 127, 132,preferably employs a general purpose computer for communicating with thecall center 100. The general purpose computer of each merchant 122, 127,132 is preferably comprised of a processing unit, a modem, memory meansand appropriate audio/video hardware and software.

[0047] The telephone network 135, as used herein, includes thecombination of local and long distance wire or wireless facilities andswitches known as the public switched telephone network (PSTN), as wellas cellular network systems and the telephony feature of the Internet.The telephone network 135 is utilized to complete calls between (i) acaller at a station set, such as station sets 105, 110, 115, and thecall center 100; (ii) a caller on hold and a third party; (iii) a calleron hold and a shared revenue telephone service, such as a 900 or 976service, provided by content provider 120; and (iv) a caller on hold anda merchant 122. As is well known, shared-revenue telephone servicesdeliver a particular service over the telephone and subsequently billthe caller. The caller is typically identified by the telephone number(ANI) from which the call is made, with the subsequent bill thenincluded as part of the caller's regular telephone bill. The contentprovider typically calculates the amount of the bill after the servicehas been delivered. This amount is forwarded to the billing telephonecompany, which both bills and collects the appropriate amount from thecaller. The telephone company typically deducts a portion of the totalfee for the service in return for both the cost of making the telephoneconnection and for the telephone company's role as bill collector.

[0048] In one preferred embodiment, the caller can be presented with alist or menu of available shared-revenue telephone services or merchantsby the IVRU 155, with the corresponding telephone number programmed foreach content provider or merchant. The caller thereafter enters hisselection of a desired content provider or merchant, which selection istransmitted to the PBX/ACD 150. Upon receiving the selection, thePBX/ACD 150 may automatically connect the caller with the appropriatecontent provider or merchant by dialing the corresponding telephonenumber and connecting the caller to the called party, in a known manner.Alternatively, the IVRU 155 may provide the corresponding telephonenumber to the caller.

[0049] The television network 140, as used herein, includes a wirelessbroadcast network for distribution of premium video programming, such asDigital Satellite Service (DSS), as well as a conventional wired cabletelevision network (CATV). The premium entertainment services accessedvia the television network 140 include pay-per-view video programming. Ashopping channel provided by merchant 127 may also be accessed via thetelevision network 140.

[0050] The Internet network 145, as used herein, includes the World WideWeb (the “Web”) and other systems for storing and retrieving informationusing the Internet. To view a web site, the user communicates anelectronic Web address, referred to as a Uniform Resource Locator (URL),associated with the web site. In one preferred embodiment, the callercan be presented with a list or menu of available premium web sites bythe IVRU 155, with the corresponding URL programmed for each web site.The caller thereafter enters his selection of a desired premium website, which selection is transmitted to the PBX/ACD 150. Upon receivingthe selection, the PBX/ACD 150 may automatically connect the caller withthe appropriate server. Alternatively, the IVRU 155 may provide thecorresponding URL to the caller. A web browser software product, such asNetscape Navigator or Microsoft Internet Explorer, may be used to accessthe web site by communicating with the appropriate server, in a knownmanner. The premium entertainment services accessed via the Internetnetwork 145 include premium web sites, such as ESPNET Sportszone.Merchants, such as web-site based merchant 132, may also be accessed viathe Internet network 145. Access may be provided, for example, for apredetermined period of time, until the caller makes a purchase, untilthe caller finishes downloading an electronic information item, or untilthe call is taken off hold.

[0051] It is noted that if the caller accesses the call center 100 froma conventional telephone, the textual portions of a premium web site maybe converted to speech for presentation to the caller. Alternatively, asnoted above, a caller accessing the call center 100 from a conventionaltelephone may be provided with a URL corresponding to the contentprovider or merchant. The caller may then use the URL to access the website via Internet network 145 using station set 105 or a separateconnection (not shown) to Internet network 145.

[0052]FIG. 2 is a block diagram showing the architecture of anillustrative PBX/ACD 150. As previously indicated, the PBX/ACD 150 maybe embodied, for example, using the AT&T Definity PBX with ACDcapability, as modified herein to execute the functions and operationsof the present invention. The PBX/ACD 150 preferably includes certainstandard hardware components, such as a central processing unit (CPU)230, a data storage device 240, a read only memory (ROM) 220, a randomaccess memory (RAM) 205, a clock 225, and a communications port 235. TheCPU 230 is preferably linked to each of the other listed elements,either by means of a shared data bus, or dedicated connections, as shownin FIG. 2.

[0053] The CPU 230 may be embodied as a single processor, or a number ofprocessors operating in parallel. The data storage device 240 and/or ROM220 are operable to store one or more instructions, as discussed belowin conjunction with FIGS. 10A, 10B and 10C, which the CPU 230 isoperable to retrieve, interpret and execute. The RAM 205 preferablystores the queue 210 of indicators describing the order of the queuedcalls directed to the call center. The CPU 230 preferably includes acontrol unit, an arithmetic logic unit (ALU), and a CPU local memorystorage device, such as, for example, a stackable cache or a pluralityof registers, in a known manner. The control unit is operable toretrieve instructions from the data storage device 240 or ROM 220. TheALU is operable to perform a plurality of operations needed to carry outinstructions. The CPU local memory storage device is operable to providehigh speed storage used for storing temporary results and controlinformation.

[0054] As discussed further below in conjunction with FIGS. 3 through 9,the data storage device 240 includes a customer account database 300, acall database 400, an attendant database 500, a content database 600, aconnection record database 700, a merchant database 800, and an offerdatabase 900. The customer account database 300 preferably storesinformation on each customer, such as biographical information andpurchase history information. The call database 400 preferably storesinformation on each call being processed by the call center 100,including an indication of the position of the call within the queue210. The attendant database 500 preferably stores information on eachattendant, including an indication of the availability status of eachattendant and his respective expertise.

[0055] The content database 600 preferably stores information used bythe PBX/ACD 150 for each available premium entertainment service,including information for accessing the selected content provider, suchas the appropriate external network and network address to be utilized,as well as any corresponding account number and/or password. Theconnection record database 700 preferably stores information on eachconnection session made by the PBX/ACD 150 to an entertainment service,including an indication of the duration or estimated cost of eachconnection session.

[0056] The merchant database 800 preferably stores information on eachavailable merchant, including information for accessing a selectedmerchant, such as an associated external network and network address tobe utilized, as well as any corresponding account number and/orpassword. A given merchant may be accessible via more than one externalnetwork, address, account number and/or password. The merchant database800 also preferably stores merchant rules for determining whether tooffer the caller the option to access a given merchant. The offerdatabase 900 preferably stores information on one or more offers thatmay be presented to the caller, including offer rules for determiningwhether to provide an offer to the caller.

[0057] In addition, the data storage device 240 includes a call handlingprocess 1000, discussed further below in conjunction with FIGS. 10A, 10Band 10C. Generally, the call handling process 1000 allows the PBX/ACD150 to (i) route a call to an appropriate attendant console 160 within apool of attendants, (ii) transfer calls to the IVRU 155 when noattendants are available to service a particular call, (iii) place acall in a queue, if needed, and (iv) provide a caller on hold withaccess to the entertainment options.

[0058] According to a feature of the present invention, if the callerselects a particular entertainment option, the PBX/ACD 150 determinesthe appropriate access to the entertainment option. Accordingly, if thecaller elects to place a call to a third party while on hold, the calleris preferably prompted by the call handling process 1000 to enter thetelephone number of the third party to be called. If the caller selectsa particular entertainment service, the PBX/ACD 150 determines theappropriate access to the entertainment service. For example, if thecaller selects a particular premium entertainment service, the PBX/ACD150 accesses the content database 600 to retrieve any information usedto access the selected content provider.

[0059] If the caller elects to purchase goods and/or services, thePBX/ACD 150 accesses the merchant database 800 to retrieve informationfor determining at least one merchant at which the caller may shop whileon hold. Merchant database 800 preferably includes rules that may beused to determine to which merchants the caller should be given access.In this manner, the PBX/ACD may determine the at least one merchantbased on information associated with the call, such as informationcollected from the caller by IVRU 155, or purchase history ordemographic information stored in customer account database 300. Forexample, the PBX/ACD 150 may provide a caller desiring to make a flightreservation the options of shopping at a merchant that is appropriatefor a traveler, such as a bookseller or a luggage retailer. Thedetermination of which merchants a caller should be given access to neednot be based on rules. Also, a caller need not be given the opportunityto select a merchant. For example, the PBX/ACD 150 may automaticallyselect at least one merchant, in the manner described above, and enablethe caller to be connected to the at least one merchant.

[0060] If the caller selects a particular merchant at which to shop, thePBX/ACD 150 accesses the merchant database 800 to retrieve informationused to access the selected merchant, such as a telephone number ornetwork address. Merchant database 800 is also accessed to retrieve anyinformation relating to complimentary discounts, promotions, rewards oroffers available to the customer while shopping at the merchant. In thisway, a caller on hold may purchase goods or services from a merchant fora purchase amount that may be less than the typical cost of making thepurchase at the merchant. Thus, while any of the merchants normally maybe accessible by a caller without first calling the call center, thelower cost may provide an incentive to the caller to access the merchantthrough the call center.

[0061] If the caller elects to receive an offer (or offers), the PBX/ACD150 accesses the offer database 900 to retrieve information forproviding the caller at least one offer, or type of offer. Of course, itis not required that the caller elect to receive an offer. The PBX/ACD150 may automatically provide an offer (or selection of offers) to acaller on hold. An offer may be provided to the caller based oninformation associated with the call, such as information collected fromthe caller by IVRU 155, or purchase history or demographic informationstored in customer account database 300. For example, the PBX/ACD 150may automatically inform a caller desiring to make a flight reservationthat if the caller remains on hold until being connected to an agent,the caller will be rewarded with two frequent flyer miles for everyminute that the caller was on hold.

[0062] A connection is thereafter established by the PBX/ACD 150 basedon the access information between the caller and the selectedentertainment option. The connection is preferably established while thecall is on hold, but need not be. Embodiments of the invention alsoprovide for the caller to be connected to more than one entertainmentoption. A caller may be connected to multiple entertainment optionssimultaneously. Alternatively, or in addition, a caller may be connectedto a succession of entertainment options.

[0063] Alternatively, the PBX/ACD 150 may enable a connection betweenthe caller and the selected entertainment option without the PBX/ACD 150establishing the connection. For example, the PBX/ACD 150 may providethe caller with a URL corresponding to a web site of content provider130, accessible by the caller via a separate Internet connection. Theconnection to the selected entertainment option may be enabled, forexample, for a predetermined period of time, until the caller makes apurchase, until the caller finishes downloading an electronicinformation item, or until the call is taken off hold. According to oneembodiment, the PBX/ACD 150 may be in communication with contentprovider 130 and may transmit a signal to content provider 130indicating the call has been taken off hold. In response, contentprovider 130 may prevent the caller from accessing the web site contentvia the separate Internet connection.

[0064] The communications port 235 connects the PBX/ACD 150 to anattendant interface 245, an IVRU interface 250 and an external networkinterface 260, thereby linking the PBX/ACD 150 to each attendant console160, the IVRU 155 and the external networks 135, 140, 145, respectively.The communications port 235 preferably includes multiple communicationchannels for simultaneously establishing a plurality of connections.

[0065] According to a feature of the present invention, the PBX/ACD 150is capable of presenting entertainment options, including premiumentertainment services received from one or more content providers 120,125, 130, to a caller in a queue of the call center 100. As previouslyindicated, the premium entertainment services received from the contentprovider may be multimedia information, including video, audio and/ordata information. Thus, the PBX/ACD 150 is preferably capable oftransmitting such multimedia information to a caller.

[0066] As previously indicated, the customer account database 300, shownin FIG. 3, preferably stores information on each customer, includingbiographical information and purchase history information. The customeraccount database 300 maintains a plurality of records, such as records310-312, each associated with a different customer. For each customername listed in field 320, the customer account database 300 includes acustomer identifier in field 322, the customer's address in field 325and a telephone number in field 330. The customer identifier is anyidentifier that uniquely identifies a customer, such as anidentification number. In addition, the customer account database 300preferably includes customer data in field 335. For example, thecustomer data may indicate any purchases or reservations made by thecustomer, relevant customer history, history of accepted and rejectedoffers, or other information which may be used by the call center 100 toprocess a call from the given customer. Demographic data, such as genderor age information, could also be stored for each customer.

[0067] In one preferred embodiment, the customer account database 300includes a flag in field 340 indicating whether the respective customershould be provided with access to the entertainment options during anyholding periods. In this manner, the call center 100 can limit access tocertain classes of customers, such as frequent purchasers, and denyaccess to customers who have previously made fraudulent usage of theentertainment options. For example, customers who make a practice ofcalling the call center 100 to access the complimentary paidentertainment options during the holding period and then hang up when anattendant becomes available should thereafter be denied complimentaryaccess to the paid entertainment options.

[0068] The customer account database 300 also preferably includes expertdata in field 345. For example, the expert data may include anindication of the customer's areas of expertise and any rates chargedfor providing the customer's expertise to other callers. The customeraccount database 300 also preferably includes an identifier thatidentifies a financial account associated with the customer, such as acredit card account number, in field 350.

[0069] As previously indicated, the call database 400, shown in FIG. 4,preferably stores information on each call being processed by the callcenter 100, including an indication of the position of the call withinthe queue. The call database 400 maintains a plurality of records, suchas records 411-413, each associated with a different call beingprocessed by the call center 100. For each call, the call database 400preferably includes: a tracking number assigned by the call center 100in field 420, an indication in field 422 of the customer identifiercorresponding to the caller; an indication of the subject categoryassociated with the call in field 425, based on initial informationcollected by the IVRU 155; an indication of the position of the callwithin the queue in field 430 and the telephone number (ANI) of thestation set 105, 110, 115 which placed the call in field 435. Inaddition, the call database 400 identifies the channel number associatedwith the call in field 440, the time the call was received in field 445and the identification number of the attendant handling the call (onceassigned) in field 450. Database 400 need not include all of the aboveinformation. Of course, additional information may also be stored.

[0070] As discussed above, the attendant database 500, shown in FIG. 5,preferably stores information on each attendant utilized by the callcenter 100. The attendant database 500 maintains a plurality of records,such as records 511-513, each associated with a different attendanthandling customer calls. For each attendant listed by identificationnumber in field 520, the attendant database 500 includes the currentavailability status of the attendant in field 525 and an indication ofany expertise of the attendant in field 530. Field 525 can also beutilized to identify any attendants who speak a particular foreignlanguage.

[0071] Information used by the PBX/ACD 150 with respect to eachavailable premium entertainment service is preferably stored in acontent database, such as the content database 600 illustrated in FIG.6. The content database 600 maintains a plurality of records, such asrecords 610-612, each associated with a different premium entertainmentservice. For each premium entertainment service option listed in field620, the content database 600 includes an indication in field 625 of theappropriate content provider, such as the content provider 125, thatprovides the respective premium entertainment service. In addition, thecontent database 600 preferably contains any information that is used toaccess each premium entertainment service. In one embodiment, thecontent database 600 stores access information in field 630, an accountnumber in field 635 and a password in field 640.

[0072] For example, if a particular premium entertainment service is apremium web site, the access information stored in field 630 mayindicate that the web site is accessed via the Internet 145, and maycontain the appropriate URL address. Similarly, if a premiumentertainment service is a shared-revenue telephone service, the accessinformation stored in field 630 may indicate that the shared revenuetelephone service is accessed via the telephone network 135, and containthe appropriate 900 or 976 telephone number. Finally, if the premiumentertainment service is a pay-per-view movie clip selection, the accessinformation may indicate that the pay-per-view movie clip is accessedvia a cable (or wireless) television network, such as the network 140,and contain the appropriate cable television channel number.

[0073] In one embodiment, the content database 600 also includes costinformation in field 645 for each premium entertainment service. In thismanner, the call center 100 can maintain estimated cost information foreach connection session and implement variable per minute rates for oneor more premium entertainment services.

[0074] As previously indicated, the PBX/ACD 150 preferably maintains aconnection record database 700, shown in FIG. 7, for storing informationon each connection session to an entertainment service. The connectionrecord database 700 maintains a plurality of records, such as therecords 710-712, each associated with a different connection sessionmade by the PBX/ACD 150 to an entertainment service. For each connectionsession listed by an assigned identification number in field 720, theconnection record database 700 preferably stores the telephone number ofthe customer who requested the connection in field 725, and the date,time and duration of the connection in fields 730, 735 and 740,respectively. In addition, the connection record database 700 preferablyrecords an indication of the entertainment option (e.g., contentprovider 125, merchant 127), in field 745 that provides theentertainment option associated with the connection and an indication ofthe estimated cost of the connection in field 750. In this manner, thecall center 100 has recorded the appropriate information, which may berequired to verify any contested charges.

[0075] As previously indicated, the merchant database 800, shown in FIG.8, preferably stores information on each merchant from which a customermay purchase goods and/or services. The merchant database 800 maintainsa plurality of records, such as the records 810, 811, and 812, eachassociated with a different merchant. For each merchant name listed infield 820, the merchant database 800 includes a merchant identifier 825.In addition, the merchant database 800 preferably contains anyinformation used to access each merchant in field 830.

[0076] For example, if a merchant provides shopping via telephone, theaccess information stored in field 830 may indicate that the merchant isaccessed via the telephone network 135, and may contain the appropriatetelephone number. Similarly, if a particular merchant provides shoppingvia a web site, the access information stored in field 830 may indicatethat the web site is accessed via the Internet 145, and may contain theappropriate URL address.

[0077] A caller on hold with an airline in order to make a flightreservation, for example, is thus provided the opportunity to shop for abook at a bookseller to enjoy during his flight. In another example,callers on hold who are being entertained with music may be providedwith access to a music merchant in order to buy the song being playedwhile they are on hold.

[0078] In addition to providing the opportunity to make purchases whileon hold, various embodiments of the present invention may providediscounts to callers on hold. Accordingly, the merchant database 800also preferably stores an indication of any discount information infield 835. For example, a bookseller might apply a 10% discount to anybook purchase made by a caller on hold. Alternatively, or in addition,the airline could subsidize at least a portion of the cost of a bookpurchase, as this might encourage the caller to remain on hold. Theamount of any provided discount could vary according to any of variousfactors, including the caller's biographical information, purchasehistory, whether the caller belongs to a preferred customer class, thelength of time the caller has been on hold, or the anticipated length oftime the caller will remain on hold. For example, the amount of thediscount could increase in direct proportion to the length of time acaller is on hold.

[0079] According to another embodiment, IVRU 155 could provide the userwith a promotional code or digital certificate, stored in field 835,that enables the user to receive a discount at a merchant. This discountmay only be available during the time that the caller is on hold.Alternatively, the discount may be valid for a predetermined period oftime. According to another embodiment, the caller is offered theopportunity to shop while on hold, but any applicable discount is onlyapplied if the caller stays on hold after making his purchase andeventually completes a transaction with an agent (or, alternatively,spends a minimum amount of time connected to an agent).

[0080] For example, a caller having a cable modem connection to theInternet through his personal computer is on hold with personal computertechnical support after placing a telephone call using a conventionaltelephone. After being placed on hold, the caller is informed ofopportunities to shop at a discount at one or more merchants. The callerelects to shop at a bookseller, and the IVRU 155 provides the callerwith a promotional code for the bookseller that entitles the caller to10% off of any purchase initiated while the caller is on hold. Using hiscable modem connection to the Internet, the caller may shop at thebookseller's web site while still remaining on hold with the technicalsupport provider.

[0081] In another shopping embodiment, the customer selects products tobuy with the touch tone keys of his telephone through IVRU 155. Forexample, after selecting a bookseller the user may be instructed to“press 1 for a listing of recent favorite books, press 2 for travelbooks, press 3 for paperback mysteries, press 4 for gift books, etc.”Each of these categories may be subdivided into smaller categories asthe customer drills down into them. In another embodiment, the customerenters the first five letters of the author's last name, and is thenpresented with a list of his books or a list of author's whose namebegins with those five letters.

[0082] In another example, many callers on hold with an airline toreserve a flight may also need to reserve a hotel room at theirdestination. The present invention allows a caller on hold with theairline to connect to a hotel reservation system. As described above,the hotel may offer a benefit or discount (e.g., a free or reducedprice, a room upgrade) that the airline may be willing to subsidize inorder to keep the caller content while on hold.

[0083] Merchant database 800 also preferably includes a merchant rulesfield 840 that contains information used to determine whether access toa merchant should be provided to a caller. For example, merchant rulesfield 840 may indicate that a caller should be provided with the optionto shop at a bookseller if the caller is calling to reserve an airlineflight.

[0084] As previously indicated, the offer database 900, shown in FIG. 9,preferably stores information on each offer that may be made to a calleron hold. The offer database 900 maintains a plurality of records, suchas the records 910, 911, and 912, each associated with a differentoffer. Each offer record in database 900 preferably contains anindication of a sponsoring merchant in field 920, an offer identifier infield 925, a benefit in field 930, an indication of any obligation infield 935, and an indication of any offer rules in field 940.

[0085] Depending on the terms of the offer, a caller may receive adiscount for agreeing to an obligation. For example, a caller on holdwith an airline may be offered the opportunity to shop at a booksellerand receive one free paperback book, in exchange for agreeing to receivea monthly travel email from the airline. According to anotherembodiment, a caller may receive an offer of a benefit in exchange foragreeing to a forward commitment. For example, a caller on hold mayagree to buy two more airline tickets in exchange for receiving freelong distance telephone service for a month.

[0086] According to other embodiments, a caller may receive a discountor reward without any corresponding obligation, or in exchange forremaining on hold. For example, a caller on hold may receive a benefit(e.g., free long distance minutes, free frequent flyer miles) based onthe time the caller spends on hold. The caller may have to actually beconnected to a telephone agent before being awarded the minutes, inorder to prevent fraudulent practices by callers who may, for example,“earn” free minutes on hold, hang up, and call again. Alternatively, thecaller might be required to spend at least three minutes speaking withan agent, or the agent herself might have the ability to authorize theprovision of a benefit to the caller.

[0087] As discussed above, a caller could be provided with a discountvalid for the purchase of goods or services at another merchant.Alternatively, the caller could be rewarded with a discount applicableto the merchant with which he is on hold. According to anotherembodiment, a caller on hold could be provided with a gift after beingon hold for a predetermined amount of time. The IVRU 155 could informthe caller at the beginning of the call of the possibility of a rewardin order to encourage the caller to remain on hold. According to anotherembodiment, the caller is offered a gift or reward for which the calleronly has to pay shipping and handling. For example, while the caller ison hold, or, alternatively, when the call has been connected to anagent, the caller may be provided with a URL or promotional codeenabling the caller to select a prize from a corresponding web site orcatalog merchant. Once the caller has made a selection of his gift, thecaller is charged for shipping and handling costs.

[0088] According to another embodiment, a caller on hold may be providedthe opportunity to receive a benefit in exchange for responding to asurvey. For example, in exchange for answering ten questions about thevacation the caller is planning, the caller may be entered into adrawing for a first class seat upgrade for a purchased flight. Accordingto another embodiment, a caller may earn a discount or benefit byagreeing to listen to a merchant's marketing pitch. A customer callingan airline, for example, might get a ten dollar discount on her airlineticket in exchange for listening to a pitch from a hotel in the city towhich she is traveling.

[0089] According to one embodiment of the present invention, discountinformation field 835 of merchant database 800 contains an offeridentifier 925 indicating an offer stored in offer database 900.According to another embodiment of the present invention, sponsoringmerchant field 920 of offer database 900 contains a merchant identifier825 corresponding a merchant record in merchant database 800.

[0090] As discussed above, the PBX/ACD 150 preferably executes a callhandling process 1000, shown in FIGS. 10A, 10B and 10C, in order to (i)route a call to an appropriate attendant console 160 within a pool ofattendants, (ii) transfer calls to the IVRU 155 when no attendants areavailable to service a particular call, (iii) place a call in a queue,if needed, and (iv) provide a caller on hold with access to theentertainment options.

[0091] As illustrated in FIG. 10A, the PBX/ACD 150 begins the processesembodying the principles of the present invention during step 1005, whena caller places a call to the customer service call center 100. Theinformation associated with the call is preferably forwarded to thePBX/ACD 150 during step 1010. For example, the PBX/ACD 150 may access adatabase, such as the customer account database 300, to retrievebiographical information on the customer placing the call and receiveinformation initially collected by the IVRU 155.

[0092] A test is preferably performed during step 1015 to determine ifan appropriate attendant is available to handle the call. If it isdetermined during step 1015 that an appropriate attendant is availableto handle the call, then program control proceeds to step 1070 (FIG.10C), as discussed below, for call handling. If, however, it isdetermined during step 1015 that an appropriate attendant is notavailable to handle the call, then a message is preferably played to thecaller by the IVRU 155 during step 1020 with an appropriate greeting andestimate of the hold time.

[0093] A test is performed during step 1022 to determine if the callershould be provided with complimentary access to the paid entertainmentoptions. As previously indicated, the customer account database 300includes a flag in field 340 indicating whether the respective customershould be provided with access to the paid entertainment options duringany holding periods. In this manner, complimentary access can be limitedto certain classes of customers and denied to customers who havepreviously made fraudulent usage of the complimentary paid entertainmentoptions. If it is determined during step 1022 that the caller should bedenied complimentary access to the paid entertainment options, thenprogram control proceeds to step 1060 (FIG. 10C) where the caller willbe placed in the queue.

[0094] If, however, it is determined during step 1022 that the callershould be provided with complimentary access to the paid entertainmentoptions, then the caller is preferably presented with a menu of theavailable paid entertainment options by the IVRU 155 during step 1025.

[0095] In a preferred embodiment, the entertainment option permits thecaller, while on hold, to (i) place a free or subsidized call to a thirdparty or (ii) access one or more premium entertainment services. In oneembodiment, the entertainment options offered to the caller correspondto the anticipated period that the caller will be on hold. The PBX/ACD150 preferably waits until a selection of the desired entertainmentoption is received from the caller during step 1027. For example, thecaller may push a button on a telephone keypad corresponding to adesired entertainment option, may speak the name of the entertainmentoption, or may otherwise indicate his selection. Alternatively, afailure by the caller to actively select an option may result in adefault entertainment option.

[0096] Upon receipt of the desired entertainment option, the PBX/ACD 150performs a test during step 1030 (FIG. 10B) to determine if the callerhas elected to place a call to a third party. If it is determined duringstep 1030 that the caller has selected to place a call to a third party,then the caller is prompted during step 1035 by the IVRU 155 to enterthe telephone number of the third party to be called. Thereafter, thePBX/ACD 150 establishes a connection between the caller and theindicated telephone number during step 1040 and program control proceedsto step 1060 (FIG. 10C).

[0097] If however, it is determined during step 1030 that the caller hasnot elected to place a call to a third party, then a further test isperformed during step 1042 to determine if the caller has elected toaccess a premium entertainment service. If it is determined during step1042 that the caller has not elected to access a premium entertainmentservice, then the selection provided by the caller is not a validselection and the caller is preferably prompted to re-enter hisselection during step 1044.

[0098] If however, it is determined during step 1042 that the caller haselected to access a premium entertainment service, then the contentdatabase 600 is preferably accessed during step 1045 to retrieve anyaccess information, account number, and/or password which is used toaccess the selected premium entertainment service, including theappropriate external network to be utilized; any corresponding networkaddress (Internet), telephone number (shared revenue telephone services)or cable channel (pay-per-view); and any corresponding account numberand/or password. For example, if the customer has selected a website-based premium entertainment service provided by content provider130, which is accessed via the Internet 145, the PBX/ACD 150 accessesthe appropriate record of the content database 600 and retrieves theappropriate stored access information, including the URL addressassociated with the web site. Alternatively, the PBX/ACD 150 may providethe URL to the customer via the IURU 155 or via email, for example, andthe customer may enter the URL in a web browser to access the desiredweb site.

[0099] Thereafter, during step 1050, the PBX/ACD 150 utilizes theinformation retrieved during the previous step to establish theappropriate connection between the caller and the selected contentprovider, such as content provider 130. For example, if the caller hasselected a web site-based premium entertainment service provided bycontent provider 130, which is accessed via the Internet network 145,the PBX/ACD 150 preferably enters the URL in a web browser, such asNetscape Navigator, to access the desired web site.

[0100] Once the connection is established to the selected contentprovider during step 1050, such as the web-based content provider 130,the account number and password retrieved during step 1045 arepreferably transmitted to the content provider 130 during step 1055.Thereafter, program control proceeds to step 1060 (FIG. 10C).

[0101] The call is placed in the queue during step 1060. Alternatively,the call may be placed in the queue at any time after it is determinedthat an appropriate attendant is not available (step 1015 of FIG. 10A)and prior to step 1062. The PBX/ACD 150 preferably monitors theavailability of the attendants during step 1062 to determine when anattendant is available. Thus, a test is performed during step 1065 todetermine if an appropriate attendant is available. If it is determinedduring step 1065 that an appropriate attendant is not available, thenprogram control returns to step 1062 where the PBX/ACD 150 continuesmonitoring the availability of the attendants until an attendant isavailable. If, however, it is determined during step 1065 that anappropriate attendant is available, then a disconnect warning isprovided to the caller which permits the caller to choose when to havethe call routed to an appropriate attendant console 160 during step1070, together with any associated collected information, in the mannerdescribed above. In one embodiment, the caller can elect to continueaccessing the entertainment option beyond the complimentary time offeredby the call center 100 by providing a payment.

[0102] Finally, the PBX/ACD 150 preferably creates a record of theentertainment option connection in the connection record database 700during step 1075. As previously indicated, this record may be utilizedto confirm any billing information received from the content provider130. Thereafter, the PBX/ACD 150 exits the process.

[0103] The PBX/ACD 150 is preferably billed by each content or serviceprovider for the total connection time for each caller. The billinginformation can be verified using the connection record database 600.

[0104] As discussed above, the PBX/ACD 150 also preferably provides thefunctionality of call handling process 1100, shown in FIGS. 11A, 11B and11C, in order to (i) route a call to an appropriate attendant console160 within a pool of attendants, (ii) transfer calls to the IVRU 155when no attendants are available to service a particular call, (iii)place a call in a queue, if needed, (iv) provide a caller on hold withaccess to one or more merchants, and (v) provide the caller on hold withone or more offers. Call handling process 1100 may be performed inconjunction with call handling process 1000.

[0105] As illustrated in FIG. 11A, the PBX/ACD 150 begins a process ofthe present invention during step 1105, when a caller places a call tothe customer service call center 100. The information associated withthe call is preferably forwarded to the PBX/ACD 150 during step 1110.For example, the PBX/ACD 150 may access a database, such as the customeraccount database 300, to retrieve biographical information on thecustomer placing the call and receive information initially collected bythe IVRU 155.

[0106] A test is preferably performed during step 1115 to determine ifan appropriate attendant is available to handle the call. If it isdetermined during step 1115 that an appropriate attendant is availableto handle the call, then program control proceeds to step 1190 (FIG.11C), as discussed below, for call handling. If, however, it isdetermined during step 1115 that an appropriate attendant is notavailable to handle the call, the call is placed in a queue during step1117. A message is preferably played to the caller by the IVRU 155during step 1120 with an appropriate greeting and estimate of the holdtime.

[0107] A test is performed during step 1122 to determine if the callershould be provided with access to the entertainment options. Aspreviously indicated, the customer account database 300 includes a flagin field 340 indicating whether the respective customer should beprovided with such access during any holding periods. In this manner,access can be limited to certain classes of customers and denied tocustomers who have previously made fraudulent usage of the entertainmentoptions. If it is determined during step 1122 that the caller should bedenied access to the entertainment options, then program controlproceeds to step 1175 (FIG. 11C).

[0108] If, however, it is determined during step 1122 that the callershould be provided with access to the entertainment options, thenPBX/ACD determines a menu of merchants and/or offers to present to thecaller in step 1123. The PBX/ACD preferably determines a set ofappropriate merchants and/or offers based on the information associatedwith the call received during step 1110, the merchant rules 840contained in the merchant database 800, the offer rules 940 contained inthe offer database 900, or any combination thereof. According to analternative embodiment, the entertainment options offered to the callercorrespond to the anticipated period that the caller will be on hold.The caller is preferably presented with the menu of merchants and/oroffers by the IVRU 155 during step 1125. Alternatively, the caller mayhave the option to be presented a menu of merchants and a separate menuof offers.

[0109] The PBX/ACD 150 preferably waits until a selection of the desiredmerchant or offer is received from the caller during step 1127. Forexample, the caller may push a button on a telephone keypadcorresponding to a desired entertainment option, may speak the name ofthe entertainment option, may click on a link on a displayed webpage, ormay otherwise indicate his selection. Alternatively, a failure by thecaller to actively select an option may result in a defaultentertainment option. Upon receipt of the desired entertainment option,the PBX/ACD 150 performs a test during step 1130 (FIG. 11B) to determineif the caller has elected to be connected to a merchant.

[0110] If it is determined during step 1130 that the caller has electedto be connected to a merchant, then the merchant database 800 ispreferably accessed during step 1135 to retrieve any access informationwhich is used to access the selected merchant, including the appropriateexternal network to be utilized; any corresponding network address(e.g., corresponding URL), telephone number, or cable channel; and anycorresponding account number and/or password.

[0111] Preferably, the merchant database 800 is also accessed duringstep 1135 to retrieve any information relating to complimentarydiscounts, promotions, rewards or offers available to the customer whileshopping at the merchant. For example, if the caller has selected amerchant 132 having a web site accessible via the Internet 145, thePBX/ACD 150 accesses the appropriate record of the merchant database 800and retrieves the appropriate stored discount information and accessinformation, including the URL address associated with the web site.Alternatively, access information may also contain any information aboutdiscounts for which the customer is eligible. For example, a stored URLaddress may provide the customer access to items for which shipping isfree, or may otherwise indicate to the merchant 132 that the customer iseligible to receive free shipping. Thereafter, the PBX/ACD 150establishes a connection between the caller and the indicated web siteduring step 1140 based on the URL address.

[0112] According to another example, if the caller has selected amerchant 122 accessible via the telephone network 135, the PBX/ACD 150accesses the appropriate record of the merchant database 800 andretrieves the appropriate stored discount information and accessinformation, including the telephone number associated with merchant122. Thereafter, the PBX/ACD 150 establishes a telephone connectionbetween the caller and the merchant 122 during step 1140 based on thetelephone number.

[0113] Alternatively, the PBX/ACD 150 may provide the access information(e.g., URL, telephone number) to the customer via the IVRU 155 or viaemail, for example, and the customer may establish a connection to theselected merchant.

[0114] Once the connection is established to the selected merchantduring step 1140, such as the web-based merchant 132, any accountnumber, password, or discount information retrieved during step 1135 arepreferably transmitted to the merchant 132 during step 1142. Programcontrol then proceeds to step 1175 (FIG. 11C).

[0115] If, however, it is determined during step 1130 that the callerhas not elected to be connected to a merchant, then a further test isperformed during step 1144 to determine if the caller has elected toreceive an offer. If it is determined during step 1144 that the callerhas not elected to receive an offer, then the selection provided by thecaller is not a valid selection and the caller is preferably prompted tore-enter his selection during step 1145.

[0116] If, however, it is determined during step 1144 that the callerhas elected to receive an offer, then the offer database 900 ispreferably accessed during step 1150 to retrieve the informationassociated with the offer, such as the sponsoring merchant 920, thebenefit 930 and the obligation 935. This offer information is thenprovided to the caller via IVRU 155 during step 1155. For example, acaller electing to receive an offer for free frequent flyer miles froman airline is provided via IVRU 155 with an offer requiring the callerto speak with a magazine subscription marketer in exchange for receiving500 frequent flyer miles from that airline.

[0117] The PBX/ACD 150 preferably waits until an indication of whetherthe caller accepts the offer is received from the caller during step1160. Upon receipt of the caller's response, the PBX/ACD 150 performs atest during step 1165 to determine if the caller has accepted the offer.If it is determined during step 1165 that the caller has decided not toaccept the offer, then PBX/ACD 150 prompts the caller to select anotherentertainment option at step 1145.

[0118] If, however, it is determined during step 1165 that the callerhas accepted the offer, then PBX/ACD 150 preferably performs any stepsnecessary for the caller to fulfill any obligations of the offer duringstep 1170. For example, if the caller has accepted an offer to receivefrequent flyer miles in return for fulfilling an obligation to beconnected to a merchant in order to listen to a marketing pitch by asponsoring merchant, PBX/ACD 150 may determine the telephone number ofthe sponsoring merchant, call the merchant telephone number, and connectthe caller to the sponsoring merchant, in a manner as described abovewith respect to steps 1135 through 1142. Thereafter, program controlproceeds to step 1175 (FIG. 11C).

[0119] The PBX/ACD 150 preferably monitors the availability of theattendants during step 1175 to determine when an attendant is available.Thus, a test is performed during step 1180 to determine if anappropriate attendant is available.

[0120] If it is determined during step 1180 that an appropriateattendant is not available, then a test is performed during 1185 todetermine if the caller is still connected to an entertainment option.If it is determined that the caller is still connected to anentertainment option, then program control returns to step 1175 wherethe PBX/ACD 150 continues monitoring the availability of the attendantsuntil an attendant is available.

[0121] If, however, it is determined that the caller is no longerconnected to an entertainment option, then program control returns tostep 1122 where the PBX/ACD 150 determines whether to provide the callerwith a menu of available entertainment options. For example, the callermay have completed a transaction with a merchant 132 while on hold andmay wish to continue shopping at a different merchant.

[0122] If it is determined during step 1180 that an appropriateattendant is available, then a disconnect warning is provided to thecaller which permits the caller to choose when to have the call routedto an appropriate attendant console 160 during step 1190, together withany associated collected information, in the manner described above.

[0123] Finally, the PBX/ACD 150 preferably creates a record of theentertainment option connection in the connection record database 700during step 1195. As previously indicated, this record may be utilizedto confirm any billing information received from the merchant 132.During step 1195, PBX/ACD 150 also preferably updates customer accountdatabase 300 to indicate information about the caller's time on hold,such as any purchases made by the customer, merchants visited, offersaccepted (or rejected), obligations fulfilled, and benefits granted. Forexample, a merchant 122 may transmit to PBX/ACD 150 an indication of thepurchases the caller made while on hold. The purchase information may beused to determine appropriate merchants to provide as entertainmentoptions during a subsequent call by the caller. Thereafter, the PBX/ACD150 exits the process.

[0124] It is to be understood that the embodiments and variations shownand described herein are merely illustrative of the principles of thisinvention and that various modifications may be implemented by thoseskilled in the art without departing from the scope and spirit of theinvention.

we claim:
 1. A method comprising: receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and establishing a connection, the connection enabling communication between the caller and the second merchant while the call is in the queue.
 2. A method comprising: receiving an incoming call from a caller; placing the incoming call in a queue; determining at least one merchant; determining access information associated with the at least one merchant; and establishing a connection based on the access information, the connection enabling communication between the caller and the at least one merchant while the incoming call is in the queue.
 3. The method of claim 2, further comprising: transferring the incoming call to an attendant.
 4. The method of claim 2, further comprising: providing to the caller an indication of a plurality of entertainment option.
 5. The method of claim 4, further comprising: receiving from the caller an indication of at least one entertainment option.
 6. The method of claim 2, in which determining the at least one merchant comprises: providing to the caller an indication of a plurality of merchants; and receiving from the caller an indication of the at least one merchant.
 7. The method of claim 2, further comprising: determining information that is associated with the incoming call.
 8. The method of claim 7, in which determining the information that is associated with the incoming call comprises: receiving the information that is associated with the incoming call from the caller.
 9. The method of claim 7, in which determining the information that is associated with the incoming call comprises: retrieving the information that is associated with the incoming call from a record of a database, in which the record is associated with the caller.
 10. The method of claim 7, in which determining the information that is associated with the incoming call comprises: retrieving the information that is associated with the incoming call from a record of a database, in which the record is associated with the incoming call.
 11. The method of claim 7, further comprising: providing to the caller an indication of a plurality of entertainment options based on the information that is associated with the incoming call.
 12. The method of claim 7, further comprising: providing to the caller an indication of the at least one merchant based on the information that is associated with the incoming call.
 13. The method of claim 7, in which determining the at least one merchant comprises: determining the at least one merchant based on the information that is associated with the incoming call.
 14. The method of claim 7, in which determining the at least one merchant comprises: determining a plurality of merchants based on the information that is associated with the incoming call; providing to the caller an indication of the plurality of merchants; and receiving from the caller an indication of the at least one merchant.
 15. The method of claim 7, in which the information that is associated with the incoming call comprises at least one of: a time the incoming call was received, a time the incoming call has been on hold, an indication of a category of the incoming call, a name of the caller, an identifier that identifies the caller, a telephone number associated with the caller, an address associated with the caller, data indicating at least one purchase associated with the caller, data indicating at least one reservation associated with the caller, an indication of an area of expertise of the caller, an indication of a rate charged for expertise of the caller, and an account identifier that identifies a financial account associated with the caller.
 16. The method of claim 2, in which the access information comprises at least one of: a uniform resource locator (URL), a telephone number, a discount identifier that identifies a discount, a promotional code, a digital certificate, an account number, and a password.
 17. A method comprising: receiving an incoming call from a caller via a first connection; placing the incoming call in a queue; determining information that is associated with the incoming call; providing to the caller a menu indicating at least one merchant; receiving from the caller an indication of a merchant; determining a telephone number associated with the merchant; establishing a second connection between the caller and the merchant based on the telephone number, the second connection enabling communication between the caller and the merchant while the incoming call is in the queue; and transferring the incoming call to an attendant.
 18. The method of claim 17, in which determining the information that is associated with the incoming call comprises: receiving the information that is associated with the incoming call from the caller via an interactive voice response unit (IVRU).
 19. The method of claim 17, in which determining the information that is associated with the incoming call comprises: retrieving the information that is associated with the incoming call from a record of a database, in which the record is associated with the caller.
 20. The method of claim 17, in which determining the information that is associated with the incoming call comprises: retrieving the information that is associated with the incoming call from a record of a database, in which the record is associated with the incoming call.
 21. The method of claim 17, in which providing to the caller the menu comprises: providing to the caller the menu based on the information that is associated with the incoming call.
 22. The method of claim 17, in which the information that is associated with the incoming call comprises at least one of: a time the incoming call was received, a time the incoming call has been on hold, an indication of a category of the incoming call, an indication of a position of the incoming call within the queue, a name of the caller, an identifier that identifies the caller, a telephone number associated with the caller, an address associated with the caller, data indicating at least one purchase associated with the caller, data indicating at least one reservation associated with the caller, an indication of an area of expertise of the caller, an indication of a rate charged for expertise of the caller, and an account identifier that identifies a financial account associated with the caller. 